Not every stop goes to plan. A gate is locked. A truck is parked in front of the container. The dumpster is overfilled and won't lift safely. This is the flow for reporting any of that.
When to Use It
Use Report an Issue any time something at the site prevents a normal completion, or you want the office to know about something you saw.
Important: for services you did partially complete or were unable to complete, use the completion screen's Partial/Unable flow instead. The Report an Issue button is for stops where you're not attempting the completion, or where you finished but discovered something the office needs to see.
Where the Button Is
What You Enter
1. Reason
Grouped picker:
The office uses the reason code for reporting, follow-up assignment, and (in some cases) automatic billing.
2. Photos
Tap the camera tile to capture. Add as many as you need, up to 12. Photos are compressed on-device before upload. Offline, photos get a "queued" chip and upload later; the whole report can also queue offline.
3. Notes
Free-text describe what a photo can't show, like a gate code that doesn't work or a customer's number that rings out.
4. "I Need Dispatch Now" Toggle
Turn this on if you're actually stuck and need someone to make a phone call for you. It flips the notification to your admins and dispatchers into an urgent (🚨) push notification. Leave it off for informational reports, like finding a tipped-over unit you righted yourself, where you don't need a callback.
5. Send Report
Tap Send report. What happens next:
Reporting After a Job Is Closed
Some issues only show up after you close a stop, the classic case is a roll-off pull where you discover the load is overweight at the scale. For load-condition reasons only, you can report on a closed job: Overloaded, Overfilled, Prohibited items, or Wrong debris type. Every other reason requires an open job.
Reporting Offline
If you're in a dead zone when you tap Send, everything queues to your device: reason, notes, photos, GPS, urgency. You'll see: "Report saved offline, it will reach dispatch the moment you're back in coverage." When your phone reconnects, the queued photos upload first, then the report posts through the same path an online report uses.
What Happens on the Office Side
FAQ
Do I need to type notes? No, notes are optional, but a good photo and a short note are the fastest way to get help.
How does the urgent flag reach dispatch? As a push notification with 🚨 in the title, plus the bell inbox. Not SMS.
What if I take a photo and delete it before sending? Tap the X on the photo tile. It's removed from the report.
What if my GPS didn't work? The report still sends. Reason and photos are what dispatch reads first.
Can I edit or cancel a report after sending? Not from the driver app. Call your dispatcher and they can resolve the exception on their side.